Customer Engagement Consultant

Transaction Junction (Pty) Ltd; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading finance solutions provider in Gauteng seeks a candidate to coordinate the technical and business information for service delivery. The role involves overseeing onboarding processes, liaising with stakeholders, and managing customer queries effectively. Ideal candidates should demonstrate strong organizational skills and uphold company values of integrity. This is a 1-year fixed-term position offering the opportunity to engage across various projects and ensure timely resolution of customer issues.

Responsibilities

• Coordinate technical and business information for service delivery.
• Loading stores for onboarding and liaising with stakeholders.
• Follow up on terminal reports and assist with queries.

Job description

We have 1 position available for a 1 year fixed term.

JOB PURPOSE

To coordinate technical and business information between vendors and internal stakeholders to enable service delivery and implementation of products and services to customers.

RESPONSIBILITIES

• Loading stores for Onboarding and liaising with all parties to complete the installation.
• Loading of T5 details and sending out Welcome packs to Clients on completion of the installation.
• Assisting the team with Closing of legacy tickets on Jira.
• Complete verification of stores when they go live.
• Contact stores on Day 1,7,31 to complete courtesy calls and ensure that the merchant isn't having any issues, log queries for issues picked up during the call.
• Follow up on Inactive terminal report.
• Follow up on No trade's terminal report.
• Assist with Transpector Queries.
• Follow up on unsuccessful installs.
• Responsible to load new stores and capture amendments or changes on the STO.
• Log and attend to calls onto Jira for any queries raised and seek resolution.
• Calls to be logged for implementation activities.
• Ad hoc administrative duties as and when required.
• Coordinate implementation of TJ solutions across the customer base.
• Communicate customer requirements internally.
• Ensure effective and timely customer engagement to manage expectations of implementation.
• Communicate any potential delays of implementation to customer.
• Ensure queries are addressed and resolved timeously by relevant department.
• Promote visibility of customer requirements internally through a pre-defined list of customers.
• Support delivery of SLA activities.
• Onboarding and Co-Ordination.
• Device Order ticket logging if applicable.
• Site survey ticket logged if applicable.
• Loading merchants on STO.
• Creating POS, switch, Back‑office tickets.
• QA process.
• Providing config to Trade‑link in a timely manner.
• Transpector Queries.
• Create logins for merchants as required.
• Assist merchant with logging in, Transpector training, and Transpector‑related queries.

SELF‑MANAGEMENT

Set an example through personal quality and productivity standards and ways of working with others. Demonstrate consistent application of internal procedures. Plan and prioritise, demonstrating abilities to manage competing demands. Demonstrate abilities to anticipate and manage change. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs. Uphold all company values with honesty and integrity.